Curse

TheGizzy · Mar 28, 2011, 10:33 PM // 22:33

I'm curious how many of us actually take the time to file support tickets when we're encountering a game issue like the two major issues going on right now.

Many players are reporting here that they cannot connect to the GW sites, the Wiki, or to the game on American districts. Getting moved to a Euro district is allowing them to connect.

Many other players are reporting that guilds have disappeared. Guild halls are unavailable. Guilds in GvG aren't displaying capes, tags, etc.

So when you're having a problem, and you learn from others on a site like Guru that you're not alone... do you still submit a ticket? Or do you just figure, "well, I'm sure someone else is reporting it, they don't need to hear from me?"

Just a tip: submit the ticket, no matter how many other people say they have. The more information the company can gather, the faster they can resolve the issue. Don't wait for someone else to handle it... take responsibility for your game play and file a ticket.

Many of the gaming companies I've worked with have a quota system - the support department is required to receive a set number of tickets regarding an issue before they are permitted to escalate it - like to the appropriate network guys, programmers, etc.

So filing tickets, even when you think others have done the same, is important.

For GW, you can submit a ticket by emailing [email protected]

-Sonata- · Mar 28, 2011, 10:45 PM // 22:45

If it's something I know the masses are experiencing, such as the vanishing guild, then I do take the stance that someone else (many others) have submitted tickets and support is aware. I feel as though there probably isn't anything "new" I could add to my ticket.

However, if it's something that I'm having an issue with, can't find any reports of the issue on forums, or scarce reports of it, I will submit one if I'm convinced enough it's not something on my end and the information I've gathered may prove useful.

Perkunas · Mar 28, 2011, 10:55 PM // 22:55

When I can play through issues, I don't normally submit tickets. When the game becomes unplayable for more than a day or two, I submit a ticket, as is the case this time. The routine seems to always be the same each time. Run this scan, run that scan, shut this off, uninstall this if turning it off doesn't work, etc. I did all that before contacting them this time. Sent them everything they ask for before they asked. Still jumping through hoops, then they go home for the weekend. While waiting for them to contact me today, I contacted my internet provider and provided them with everything I had sent to support. Their research shows problems in Colorado, Germany, and Dallas.

So to answer your question, I do send tickets to support and I also deal with my provider.

Edit: It is kind of like when the electricity goes off here, the more people that lets the company know, the better they can zero in on the problem area.

Hobbs · Mar 29, 2011, 12:03 AM // 00:03

I send tickets when I think an issue is rare or only affecting me, i.e. issues with my accounts. Aside from that I don't bother.

rick1027 · Mar 29, 2011, 12:27 AM // 00:27

i submit tickets when it account related had to do that a few times and when ive ruled out everything else and tried a million thing and i see others stating the same problems but id do alot of the troubleshooting steps myself which 9 times out of ten fixes my problem

Verene · Mar 29, 2011, 12:30 AM // 00:30

Whenever I have a problem that I'm pretty sure isn't on my end (like, if I'm lagging badly in-game but my internet is being crappy in general I don't bother because I know that's an issue on my end) I submit a support ticket. Any bit of info can help if there's a problem.

*lemming* · Mar 29, 2011, 12:40 AM // 00:40

NCSoft Support is virtually useless for resolving any kind of situation that requires a knowledge of what goes on ingame.

Lithril Ashwalker · Mar 29, 2011, 01:06 AM // 01:06

i ON A REGULAR BASIS submit issues and violations...constantly getting players and abusers banned. botters haven't been seen (or noticed) lately, however people selling RS gold or related...i report and don't bat an eye lash... ALL are banned...if they were just suspended for a limited time...i wouldn't do it...ACCOUNT TERMINATED...

also i report bugs as well, small issues like that...come to think of it i always get a helpful response and notification on my abuse reports and through making the game better over the past 6 yrs...ive become close friends with Regina and python :3 Gaile doesn't come on much anymore but after all whos NOT HER friend :3 they ALWAYS come through for me :3

Socrates The Mauler · Mar 29, 2011, 05:28 AM // 05:28

I make it a point to report gold sellers, even take a screenshot for support to see.

I've sent only a few bugs in, and I always let them know when I can't load any zones/hanging, which has only been twice so far.

I figure: how are they going to know whats wrong if nobody reports problems?

Elnino · Mar 29, 2011, 05:54 AM // 05:54

Quote:

Originally Posted by lemming

NCSoft Support is virtually useless for resolving any kind of situation that requires a knowledge of what goes on ingame.

They know exactly what's going on ingame and they can resolve situations that occur. It just depends which GM you get.

*lemming* · Mar 29, 2011, 06:01 AM // 06:01

JQ bots.

12345

Nekodesu · Mar 29, 2011, 10:29 AM // 10:29

I actually only submit 'tickets' for scammers and people who shittalk.

I did however give a pretty good text on guru about the guild issue, WITH PICTURES. Still nobody seem to get it happens in all the districts, regardless. Euro servers my ass :C

I guess I can submit a ticket for that.

Mireles · Mar 29, 2011, 10:31 AM // 10:31

Quote:

Originally Posted by Elnino

They know exactly what's going on ingame and they can resolve situations that occur. It just depends which GM you get.

I have submitted several tickets relating to mis-bans on behalf of Chinese friends... in game bugs... and suggestions/questions...

(I can't tell you how many times i got banned for RTS because i traded with the Chinese...always reversed so they know whats going on... because if they zeroed out my stash i would of went to NC Austin myself...)

It really does depend who you get...some won't even read the whole thing just looks for key words like BAN or BUG... they do count on you being to lazy to get though there "run of the mill" responses... I find that if you are calm and speak in a professional manner while you ask them the same question 3 times.... They are usually forced to give real answer.... If not you have to wait a few months for theme to delete your ticket and get someone else... like I had to with my bro when his account got stolen because "he was selling real game items for money"... When I got a GM that actually did his job and looked... he got his account back....

I rate PlayNC support a 6.5/10... it works but you have to keep slapping them in the face to wake them up...

Aeronwen · Mar 29, 2011, 12:24 PM // 12:24

I submit report tickets because I know that helps them to locate a problem. I have to say more often than not the response makes me wonder why I bother.

Quote:

Originally Posted by Elnino

They know exactly what's going on ingame and they can resolve situations that occur. It just depends which GM you get.

Absolutely - a few are really helpful and know what they are doing. Most do not seem able to read through properly what you have taken the time to write.

firadesunna · Mar 29, 2011, 01:55 PM // 13:55

A large problem like this then I dont report, more people sending the same ticket, the less time spent reading other reports to forward to the bug fixing teams (im sure they wont keep forwarding the same bug time after time to the bug fixing team). Im sure they know about this problem already and are looking for a fix.

TheGizzy · Mar 29, 2011, 03:49 PM // 15:49

Quote:

Originally Posted by firadesunna

A large problem like this then I dont report, more people sending the same ticket, the less time spent reading other reports to forward to the bug fixing teams (im sure they wont keep forwarding the same bug time after time to the bug fixing team). Im sure they know about this problem already and are looking for a fix.

Unfortunately, this mentality actually hinders the process... especially when they cannot escalate the issue until they receive a set number of reports.

Just as with account security, the support relationship is a partnership. Both sides have to participate.

It becomes a massive catch-22.

Kelfer · Mar 30, 2011, 06:36 AM // 06:36

Yes, end result = no effect mostly. Only abot 5% get resolved in any meaningful way :S

Ka Tet · Mar 31, 2011, 04:05 AM // 04:05

I gave up on support tickets after I got a reply to a glitch report that essentially said, "Yes, we know that glitch exists," and nothing else.
I appreciate that they confirmed that my assessment of a glitch was indeed accurate, but it would have been even nicer if they fixed it.

StormX · Mar 31, 2011, 07:31 AM // 07:31

I report botters to support even though I know most of the time nothing will be done. Right now JQ is a botfest both Kurz and Lux side. Once I got a response saying something like, "sorry but there is nothing i can do without sufficient evidence. instead please report xxxx as a leecher so that he cannot join" How to do this when most people don't bother to report even if you ask them?